Manager, Epic Enterprise Operations

Role Description

As a Manager, Epic Enterprise Operations, your work at Tegria will focus on providing leadership and strategic direction for Tegria’s Epic Technical Team, ensuring alignment with departmental objectives and delivery of measurable outcomes. You exercise sound judgment and deep domain expertise to guide operational execution, process optimization, and the implementation of initiatives that support organizational growth.

You lead a multidisciplinary team that may include:

• Operational Database Administrators (ODBAs)
• Epic Client Systems Administrators (ECSAs)
• Cogito Administrators
• Other infrastructure professionals supporting platforms such as Azure and Windows

You establish priorities, allocate resources, and ensure consistent, high-quality service delivery across client environments. In addition, you manage client relationships and coordinate team activities across multiple customers, serving as a key point of contact for operational performance and service outcomes.

The role you play includes:

• Living our Tegria values: Respect Every Person, Act with Integrity, Strive for Better, Embrace Change, Deliver as a Team

Management & Leadership

• Lead and manage a team of technical professionals supporting Epic environments across multiple customer engagements, ensuring system availability, security, and service quality.
• Set priorities and make operational decisions aligned with departmental objectives, company policies, and regulatory requirements.
• Manage team performance, including hiring, onboarding, coaching, development planning, performance evaluations, compensation reviews, and corrective actions in partnership with Human Resources.
• Plan staffing based on forecasted workload and engagement demand; request and allocate resources within approved budgets and guidelines.
• Monitor expenditures and manage resources to meet financial and operational targets.

Operational Oversight

• Develop and implement operational plans, tools, and processes to support service delivery and customer service objectives.
• Contribute to the development and maintenance of standards, guidelines, and procedures to ensure compliance and operational consistency.
• Prepare and present operational reports, metrics, and updates for leadership.
• Lead and participate effectively in meetings and ensure timely communication of departmental status to the Director.

Client Engagement & Delivery

• Own and manage client relationships, partnering with customer leaders to ensure services are delivered in accordance with statements of work and agreed outcomes.
• Coordinate and execute work across single or multiple customer engagements, independently or in collaboration with project teams.
• Serve as a liaison between technical, operational, and business stakeholders.
• Support project delivery activities, including planning, coordination, facilitation, documentation, milestone reviews, and decision support.
• Analyze current-state processes, develop future-state recommendations, and present improvement opportunities grounded in industry best practices.
• Track and document outcomes using KPIs, impact analysis, and formal project closeout materials.
• Mentor team members and customer counterparts to support successful delivery and long-term operational sustainability.

Internal Team & Organizational Development

• Develop and maintain team documentation, including operating procedures, training materials, and knowledge resources.
• Contribute to team capability growth through training, coaching, and participation in internal initiatives.
• Model company values and hold team members accountable to expected behaviors and performance standards.
• Lead or participate in internal projects supporting organizational strategy and service maturity.
• Promote diversity, inclusion, and healthcare equity in internal practices and client delivery.
• Support talent growth through referrals and participation in recruiting and team development activities.

Business Development & Marketing Support

• Represent the organization in sales and business development efforts, including client discussions, sales calls, and solution presentations.
• Contribute to marketing and thought leadership content that promotes service offerings and client outcomes.
• Collaborate with sales teams to position Epic Enterprise Operations, Hosting & Infrastructure services, and strategic vendor partnerships.
• Identify and communicate potential growth opportunities based on industry knowledge and client insight.
• Perform other generally related duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, related field or equivalent combination of education and experience.
• At least one Epic technical certification – ODBA, ECSA, or Cogito admin; multiple certifications preferred.
• One or more relevant third-party certifications from companies such as Microsoft, Citrix, RedHat, VMWare (preferred).
• Substantial related experience, including:
• Progressively advanced experience supporting enterprise healthcare IT systems, including Epic or comparable EHR platforms, within a consulting, managed services, or healthcare delivery environment.
• People management experience, including direct supervision of technical staff, performance management, and team development.
• Experience leading or coordinating multi-customer or multi-engagement service delivery with accountability for operational outcomes.
• Demonstrated experience managing work in accordance with statements of work, service-level commitments, or operational agreements.
• Experience collaborating with cross-functional teams (infrastructure, applications, security, project management, and operations).
• Exposure to budget management, resource planning, or staffing forecasts within defined financial guidelines.
• Experience participating in or supporting client-facing discussions, operational reviews, or service delivery meetings.
• Four or more Epic implementations or upgrades.
• Broad knowledge of the healthcare IT and Epic enterprise operations field.
• Operating knowledge in Cloud technologies (Azure, AWS, PowerBI, etc.).
• Epic EHR operational environments, including enterprise operations, hosting, or infrastructure dependencies.
• Healthcare IT operations and managed services delivery models.
• Core principles of IT service management, including incident, change, problem, and capacity management.
• Operational governance and compliance, including healthcare regulatory and security considerations (e.g., HIPAA awareness).
• Technical team leadership fundamentals, including performance management, coaching, and workforce planning.
• Project and delivery management concepts, including milestones, decision gates, and outcome tracking.
• Financial and resource management basics, including budgeting, forecasting, and utilization management.
• Client relationship management and professional services delivery expectations.

Requirements

• W2 project-based consultants will be expected to provide a computing device that adheres to industry standards and security best practices to use in satisfying the Project Services on behalf of Tegria.

Success Criteria

• People who are successful in this role are productive, responsive, and reliable in a remote working environment.
• Consistently align decisions and actions with organizational goals, customer commitments, and long-term outcomes.
• Apply sound judgment when balancing technical, operational, and business considerations in complex situations.
• Build trust and gain alignment with stakeholders through expertise, clear communication, and thoughtful persuasion.
• Drive initiatives to completion through effective planning, prioritization, and follow-through.
• Clearly define issues, apply structured analysis, and lead timely, effective resolution.
• Invest in coaching, feedback, and development to strengthen individual and team performance.
• Anticipate client needs, manage expectations, and deliver outcomes that support long-term relationships.
• Maintain effectiveness amid changing priorities, competing demands, and evolving customer environments.

Salary Range

140000-160000

Benefits

• We offer a choice of multiple health and dental plans with nationally recognized networks, as well as vision benefits, a total wellness program, and an employee assistance program for you and your family.
• We offer competitive wages, retirement savings plans, company-paid disability and life insurance, pre-tax savings opportunities (HSA and/or FSA), and more.
• Our lifestyle benefits include professional development offerings, opportunities for remote work, and a generous paid-time-off program.